Disconnection Policy

Help & support

Disconnection Policy

Introduction

This is our policy statement on debt recovery, which explains the services we offer and tells you what to do if you have a problem paying your bill on time. This applies to both domestic and commercial customers supplied by Island Energy.

Advice on ways to pay.

When your bill is produced, we allow 21 days payment terms to settle the balance. We know everyone’s circumstances are different, so you can choose a payment method that works for you including:

Fixed direct debit where you can spread the cost of your home energy over the whole year with 12 fixed payments.
Variable direct debit where your bill is paid in full on the due date of the invoice, this can help ensure you don't miss payment.
You can pay on our website 24 hours a day using a debit or credit card.
You can also pay over the phone using our automated 24-hour interactive voice payment system on 755500.
You can call us during office hours and pay by debit or credit card using our secure agent-assisted payment system on 755500.
You can pay at any of the Jersey Post Office Counters using cash, cheques, or debit card. Please bring your remittance slip.

What if I can’t pay my next bill?

We understand that it's not always easy to pay your bill, so let us know why you're finding it difficult and we'll work together on a payment plan, we're here to help.

We also offer a free home comfort visit where one of our energy advisors can offer practical support on how to reduce your energy use and keep your energy costs as low as possible.

Customers also have access to other facilities that may be able to offer help and support, such as the Jersey Salvation Army on 01534 735472, or Citizens Advice on 0800 735 0249 or 01534 724942

If you don’t pay your bill

We want to do everything we can to help you pay. But if there's an outstanding balance on your account we will follow these steps:-

Step 1
You will receive a bill advising you of the amount of gas consumed for the period and the amount owed overall on your account.

Step 2
You will receive a reminder letter 21 days after your bill is produced in case you have just forgotten to pay or mislaid your bill.

Step 3
We will then send another reminder 15 days after the first reminder.

Step 4
Members of the customer support team will attempt to contact you using the contact information we have in our system.

One of our Debt Advisors may visit your home in a further attempt to proactively discuss your account in more detail.

Step 5
After all these steps have been taken, and as a last resort, a 7-day notice of disconnection will be sent to the property.

At this point you have 7 days to engage with us to clear your balance or set up an appropriate payment plan or the gas supply will be disconnected.

Step 6
After the supply has been disconnected and you refuse to engage with us to discuss payment options, we may also make a claim through the courts to recover any outstanding balances.

How can I avoid this?

You can avoid this by paying your bill on time or by letting us know as soon as possible if you can't pay your bill. We'll arrange an appropriate payment plan with you. Please get in touch with one of our customer support advisors on 755500.

Will my supply be disconnected?

We know everyone's circumstances are different and we'll do everything we can to protect you against disconnection, especially where we believe it could damage yours or your family's welfare - particularly in winter or if you are on our priority customer register.

We'll only consider disconnection after we've explored all the above or where you have not responded to our reasonable requests to get in touch. We also want to make sure that you are protected from further debt by managing your balance and preventing arrears from increasing.

Priority Care customers will be investigated with the correct care and attention and signposted accordingly. Disconnection will always be a last resort

When we won’t disconnect the gas supply

We won't disconnect your supply if you are actively engaging with us and/or agreed a reasonable payment plan to pay your outstanding balance along with your ongoing consumption.

We do not disconnect customers after the second week of December through to the second week of January.